1.1) These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.
1.2) We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website (www.qssupplies.co.uk).
1.3) These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions.
1.4) Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these terms and conditions.
1.5) Reference is made to our National Customer Support Centre which can be contacted on 0116 251 0051
2) Information About us and Customer Sales
2.1) www.qssupplies.co.uk is a site operated by QS Supplies Online LTD. 72 Forest Road, Leicester, Leicester Shire, LE5 0DG
2.2) We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.
2.3) To order goods over the telephone or on our website, you must be at least 18 years of age and accept delivery within the UK. All telephone orders will be acknowledged verbally at the time of order, and all orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgments do not constitute order confirmation or order acceptance. We may decline all or part of your order for any reason, in which case we will inform you in-person or by telephone or e-mail.
2.4) When deciding whether or not to accept your order we may use certain information about you or ask you for further information (utility bills, passport, driving licence, or any information that we may deem fit) We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. This helps to protect you and us against fraudulent transactions.
2.5) We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method. Please note that products, prices and offers in our stores may differ from those either featured on our website.
2.6) The total cost of your order will be the price of the products, any additional services you choose (e.g. installation), plus any applicable delivery charge.
2.7) The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our supplier’s prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT and delivery charges which will be payable as indicated at the time the order is placed.
2.8) From time to time the prices displayed on our website may be different if you are directed to it from a third party website. Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website. These prices will not be available in-store or over the telephone.
2.9) Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative.
2.10) All product specifications, images, descriptions and other information communicated by us, whether displayed on our price tickets, computer systems and/or website or communicated over the telephone, have been made accessible by suppliers, manufacturers, publications, publicists and/or gathered from public domain sources. Our intention is that all information should be as accurate and up-to-date as possible. However, just occasionally we make or discover an error in the price or description of a product; as such we cannot guarantee the reliability or accuracy of the information communicated. If we discover such an error on a product, which you have ordered, we will inform you as soon as possible and ask whether you wish to continue with your order or cancel it.
2.11) Full product details are available from the manufacturer’s brochures or their websites. All accessories supplied with a product are subject to upgrade or change at the manufacturer’s discretion. We will supply the product as supplied to us by the manufacturer.
2.12) We accept all major credit and debit cards including Visa, MasterCard, Switch, Solo, Electron. You may also pay by cheque or postal order although we cannot dispatch the goods until payment has been cleared which can take at least 14 days. BACS/CHAPS payments are also accepted.
2.13) You must provide us with your exact billing address and telephone number when placing your order; this is the address and telephone number which your credit or debit card bank has on file for you. Your order will only be processed once authorisation of your credit or debit card has been properly received. Although delivery or collection cannot take place until payment has been cleared.
2.14) With the exception of any goods paid for by our flexible payment schemes such as buy now pay later option or other, such goods remaining the property of QS Supplies until full payment has been received from the relevant finance house, you will own the goods once you have received them.
2.15) All goods and services are subject to availability and may be withdrawn at any time. If we do not supply the goods for any reason we will not charge you for these and we will refund any money already paid for them 2.16) It is our recommendation not to book a plumber/installer until your order has been dispatched and checked for damage and are satisfied with the products.
3.1) A charge is made for the delivery of goods and we endeavour to keep the charge as low as possible.
3.2) All quoted delivery prices are for most UK Mainland addresses. Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) will incur additional charges (the list is not exhaustive) and may also experience delivery delays; morning, Saturday and next working day deliveries are optional and will also incur additional charges. These can be obtained upon application by calling our National Customer Support Centre.
3.3)It is our goal to deliver large bulky items within 7 days, and small packaged items within 2/5 days (excluding weekends & public holidays) from payment and completion of your order. Delays are occasionally inevitable due to unforeseen events.
3.4) For palletised deliveries, the goods will be delivered as close as possible to your front door. If this location is unreachable for any reason, such as a narrow street, up a flight of stairs (such as flats), or any other obstruction, delivery will be made as near to your property as possible.
3.5) For palletised deliveries, the driver is NOT insured to take the goods inside your property. The pallet will be delivered to a location as stated, and it is strongly recommended that at least 2 able bodied persons are available to receive the delivery and carry the goods inside.
3.6) Delivery times are calculated in working dates, i.e. Monday to Friday inclusive but excluding bank holidays. If you order after 10.00am, please calculate your delivery time as if your order had been placed the following working day (including if you are offered our next working day delivery service).
3.7) We will agree with you a suitable delivery day, which will usually be within 2 - 7 working days for stocked product lines and within 15 working days for special orders. Delivery will usually be made direct to your doorstep by one of our courier between the hours of 8.00am and 8.00pm. However, delivery times may vary during busy periods and from time to time we may utilise the delivery service of the manufacturer/supplier or a courier specially contracted for the delivery of your goods. We will endeavour to deliver goods within the times stated.
3.8) On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. If we or our suppliers are temporarily out of stock, we will notify you of this position and you should allow up to 30 days for despatch of the goods, unless there are exceptional circumstances.
3.9) The Products will be at your risk from the time you have accepted the goods in law.
3.10) If you are unable to accept delivery on the day our Courier have agreed with you, please notify our Courier as soon as possible and at least 24 hours ahead of the planned delivery day. If you do not notify us within this time and we were unable to deliver the goods to your home on the day that has been agreed and scheduled, we reserve the right to charge a second delivery fee.
3.11) You should examine your goods as soon as reasonably practicable during and after delivery to check for any damage or missing items or parts. When the goods are delivered, you will be presented with a delivery note which will require you to authorise by signature that:
(a) The goods have been unpacked, checked and received in visibly good condition; or
(b) The goods have been left in the packaging, are unchecked and that there is no visible damage to the outer packaging; or
(c) The goods are damaged, incorrect or there is shortage.
3.12) If a signature has been obtained under clauses 3.11. (a) or 3.11.(b) above, you are deemed responsible for the goods in relation to their visible condition and as such any loss or damage in relation to this aspect is at your own responsibility.
3.13) If a signature has been obtained under clause 3.11.(c) above, you must provide details on the delivery note and notify our National Customer Support Centre within a reasonable period; you will then be diverted to the relevant division who may arrange for the goods to be returned and/or exchanged; however, if goods are returned under this clause and are subsequently found to be perfect and in full working order, these will be returned to you. You are within your rights to get the goods examined independently by a professional body.
3.14) If you find any damage or discover that parts are missing after delivery, you must contact our National Customer Service Centre as soon as reasonably practicable. We will not accept liability for any claims for goods which are damaged, incorrect, shortage or with missing parts which are not notified within a reasonable time after the goods were delivered. All goods that are made or contain glass should be checked thoroughly and immediately on delivery for breakages, the courier company will wait for you to perform this check, in the event that the courier company does not allow you to perform this check, please reject the delivery of the goods.
3.15) In the unlikely event of any accidental damage being caused to your property by our delivery team, you must notify our National Customer Support Centre as soon as reasonably practicable. If possible you should notify the delivery team of the damage whilst they are on-site and make reference to it on the delivery note.
4.1) If you are not totally satisfied with your goods for any reason, you have the right to cancel your order within 14 calendar days from the day of delivery or collection for credit or refund provided that you return the goods as sold in condition you received them with all components and accessories. Goods must be complete, unused. Should we find that the returned goods have been diminished in value, the refund /credit will be reflected accordingly. You have a legal duty to return any unwanted items within 14 calendar days of you notifying us of your intention to the return items under the distance selling canellation rights. You should use the following form to advice us of your intention to cancel. You can download this form or use your account to advice us to cancel before the goods have been despatched. You have a legal obligation to take care of products whilst they are in your possessions. If you fail to comply with this obligation, we may refuse the return of the product or credit for the item.
4.2) You must notify us of your intention to return the goods by writing our National Customer Support Centre within 14 calendar days from the day after delivery or collection. The following procedure applies:
a) If you would like us to collect the goods, we will be happy to do so provided we are operating this service in your local area; we will charge you our collection rates for providing this service. These charges can be higher that the delivery charges charged on the item or order. On an indicative basis the cost of returning fragile items, like furniture, glass, porcelain can be up to £60.00 or more. Please contact our Customer Support Centre to arrange collection. Where goods have been despatched by our Warehouse and received by yourselves and you choose to return the delivery by the courier company, there will be a charge for getting the goods back to us which may be higher than the price quoted on the original order. We advise you to give us a call before return.
b) In all other situations, the National Customer Support Centre will advise you as to the best course of action in arranging the return. The National Customer Support Centre may issue a Returns Authorisation Number, which should be quoted on any paperwork when returning goods or as a minimum, your name and your address will need to be provided in order to locate the position that you have placed an order with us. You must organise the return at your expense and risk; goods should be received at our Returns Division ideally within 14 days. Goods sent back without sufficient proof that they were purchased from us will be returned back to you and the cost of delivery charged to your account.
The returns address is:
QS Supplies Returns Department
72 Forest Road,
5.1) For Products cancelled within the 14 day cooling-off period we will process the refund due to you as soon as possible and, in any case, within 14 days of the item has been returned back to us. The Products must be returned in the condition that you received them. In this case, we will refund the price of the Products in full including delivery but you will be responsible for the cost of returning the item to us.
5.2) For orders cancelled once the goods have been dispatched from our distribution centre. Such cancellation of orders will result in a refund of the Products, less any costs incurred by us in recovering the items back to our distribution centre.
5.3) For defective products we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product. Products returned by you because of a defect not caused by you or your servant or agent will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.
5.4) Products damaged in transit must be noted at the time of delivery, documented on the delivery note and delivery refused. It is the customer’s responsibility to check the Products for damage with the delivery driver and to notify us of any damages within a reasonable period.
5.5) We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
6) Guarantees and Warranties
6.1) All goods supplied are covered by the terms and conditions of the manufacturer’s guarantee. This guarantee specifically excludes faults caused by accident, neglect, misuse or normal wear and tear; in addition, routine maintenance consumables, cosmetic damage are not covered. If the goods are being used in a no domestic environment, e.g. a place of work, the manufacturers may not offer any guarantee.
7) Data Protection
7.1) In order to prevent unauthorised access to the data, which you have provided to us, we follow strict security procedures in the storage and disclosure of information. From time to time industry regulators and our auditors may require us to disclose some or all of the information for legal or regulatory purposes.
7.2). Under the Data Protection Act, you have the right to see any data that we hold about you and to object at any time to the use of your data. We hold data to primarily validate delivery details and manufacturer warranties. We may, at a future date, wish to contact you with selected product offers, which we think, may be of interest to you. If you would prefer not to receive such offers or wish to know what data we hold against your name, please write to our Customer Service Department, to request this information.
8.1) The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.
8.2) These prices exclude delivery costs, which will be added to the total amount due as set out in our Delivery Options page.
8.3) Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.
8.4) Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.
8.5) We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.
9) Stock Inventory
9.1) Whilst great care is taken to ensure stocks of products are available, there may be occasions where broken, damaged, wrong stock from supplier or an over the counter purchase from one of our customers prevents us from fulfilling an order. In this event, you will be given the opportunity to wait for stock to arrive or cancel your order. Any monies paid will be refunded in full if you choose to cancel
10) Disclaimers and Limitations on QS Supplies Online LTD Liability
10.1) QS Supplies Online Ltd are not technical experts in the field of heating, plumbing or bathroom installation. All QS STAFF are instructed not to give any form of technical advice. If you have a technical query it should be directed to a suitably qualified professional, i.e. a corgi registered gas installer or a member of the institute of plumbing. You agree that any advice given by a member of QS Supplies Ltd will not be relied upon without verification with a suitably qualified professional. QS Supplies Ltd accepts no responsibility for any damage caused by your reliance on any such advice.
11.1) All our competitions, special offers, clearance sale and promotions are open to residents of the United Kingdom only. Our employees and their immediate families are ineligible to enter; our affinity partnerships are also excluded from entry. We accept no responsibility for late or lost email registrations. Providing false or incorrect information will invalidate your entry. We reserve the right to publish the winners name for future promotions. All prizes are non-negotiable, non-transferable and non-refundable. Cash alternative are not available for prizes. Our decision is final and we will not enter into any negotiations regarding rules or awards. Entry is conditional upon acceptance of the terms and any entry is viewed as your acceptance.
11.2) Registered Office: QS Supplies Online LTD, 72 Forest Road, Leicester, LE5 0DG
Company Number 8367161 (United Kingdom).